Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services

被引：6
|
作者：
Lee, Joseph Lok-Man [1 ]
Cheng, Calvin Wah-On [1 ]
Liu, Vanessa Shun-Wah [2 ]
机构：
[1] Hong Kong Polytech Univ, Coll Profess & Continuing Educ, Kowloon, Hong Kong, Peoples R China
[2] Singapore Univ Social Sci, Sch Business, 463 Clementi Rd, Singapore, Singapore
来源：
SERVICE BUSINESS | 2022年 / 16卷 / 03期
关键词：
Perceived justice; Post-recovery satisfaction; Relationship continuity; Doctrine of the mean; CUSTOMER SATISFACTION; MODERATING ROLE; FAILURE; PERCEPTIONS; RESPONSES; EQUITY;
D O I：
10.1007/s11628-022-00490-z
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Previous studies have validated the service recovery model yet its applicability to education services remains unclear. This study aims to examine the link between perceived justice and post-recovery satisfaction in self-financing higher education. The research model was tested by conducting a scenario-based survey with 315 Chinese students. Relationship continuity is found to strengthen the relationship between interactional justice perceptions and satisfaction. The doctrine of the mean positively moderates the effects of perceived interactional and procedural justice on satisfaction. These results were then compared with a sample of 304 non-Chinese students, and the moderation effects were only observed among Chinese students.
引用
收藏
页码：743 / 770
页数：28
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